Client relations management in Luxury Retail

Student: Mikhnovich Sergej

Faculty: Faculty of Management (Nizhny Novgorod)

Educational Programme: Bachelor

Year of Graduation: 2014

Version:1.0 StartHTML:0000000167 EndHTML:0000005908 StartFragment:0000000504 EndFragment:0000005892AbstractTheme: “Client Relations Management in Luxury Retail”Author: Mikhnovich SergeyKey words: luxury, loyalty, CRM, Client Relations ManagementThe aim of the present research is to determine the characteristics of customer relationship management in luxury retail that are important for the consumers.In accordance with the stated purpose were set and solved the following problems:• to identify the features of the interaction with the client in the implementation of luxury goods; • to analyze the components of CRM and determine their applicability to the luxury market; • to examine the modern practice of CRM implementation in luxury stores in Nizhny Novgorod; • to identify aspects of CRM, which are important for customers of luxury stores Nizhny Novgorod.Object of the research are customers of luxury goods in Nizhny Novgorod.The research is focused on aspects of client relations management system in luxury retail.The volume of the research is 72 pages, it contains 2 pictures, 1 table and 16 figures; 50 sources were used.The investigation includes an introduction, three chapters, conclusion and bibliography.The introduction reveals the relevance of research in this area, raise the problem and purpose of the study, provides information about the problem elaboration, defines an object, a subject of scientific research, underlines the tasks.In the first chapter the author provides a detailed analysis of trading services in luxury retail, loyalty programs and components of CRM system, as well as their applicability to the luxury market.In the second chapter the author details the analysis of luxury segment in Russia and identifies special client relations management system implementation in luxury retail.In the third chapter of the study the author identifies aspects of Client Relations Management system that are important to consumers of luxury stores.The conclusion on it summarizes the development of the investigation.The conclusion is devoted to the main inference on the work done.

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